Subject: Quality Audit Feedback for Harsh
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Tue, 12 Oct 2021 04:07:10 -0700 (MST)

Hi Harsh, 

Please find the details for the call audited : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	called customer and opened the call, greeted customer, introduced and branded HFL 	auto-1633901664-239-0513062957791 (outbound call) 
Offered assistance to the caller or not? 	NA 	outbound call 	Call Duration : 3 mins 37 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	he checked the order details of the cutomer and verified his name and other details 	
Offered solution/escalated to right dept? 	Yes 	Answered customer's questions and queries 	
Mentioned notes/updated ticket as applicable? 	Yes 	Sent invoice and updated it in ticket no 111310 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	customer was unable to understand what he tried to say in 1 go due to voice clarity and high ROS (rate of speech), need to use please and thank you on call as part of customer service skills 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	answered customer concerns/queries and answer them effectively 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	Asked customer if there is anything else that he may help 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 9 		Call comments and Details : Customer wanted the confirmation details for the credit card which was charged 	Lowlights : customer was unable to understand what he tried to say in 1 go due to voice clarity and high ROS (rate of speech), need to use please and thank you on call as part of customer service requirement 

Best Regards, 

Thanks 
Amit